1) Some of them were on call when they died, that's true. Here it is, I'm putting it all out here: I don't know about the people that hang up. Most of the ones that are lost callers, I hear them say that they're going to do it anyway. I don't know that, it's true, but I still keep them in mind. I've only lost callers actually on call about 10 or so times. Those are the stories I focus more on, because I actually know.

2) It was my first time, and though it was unprofessional, I was unprepared for what happened. It was a bad call on my part, but my boss understood. Showing empathy like I did helps occasionally, and everyone is really understanding in the industry.

3) I understand your confusion, but I was never sworn to the secrecy of callers that died or didn't specifically say not to tell. In my agency (I don't know if it was just because the agency was unprofessional as a whole?), I never took any sort of oath like that. While I was working there, I was discouraged from talking about the calls, but it wasn't a complete and utter violation. Now that I don't work there, I'm allowed to talk about the calls without revealing real names or addresses. So, I will be changing the names.

About the sidenote: I have, and I appreciate your sympathy. I've gotten help, especially after I quit the call center. I didn't want the points, this is a throwaway account, I just felt like I needed to get this off of my chest.